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NEWS
ATM harmonisation a foundation for consumer trust in banks
B
anks remain a trusted institution for customers, and the ATM is the battleground on which that trust can be built. That’s according to Andrej Eichler, managing director at
SIX Payment Services. The firm is gearing up for the test launch of its ATMfutura project, which aims to provide universal software for all ATM operations in Switzerland.
There are around 6,500 ATMs in the country, Eichler told IBS Journal. Supplying those terminals are four vendors with 26 different software versions. The new universal platform will be built and provided by NCR Corporation.
Users at an ATM for Raiffeisen, UBS or Credit Suisse will receive the same functionality, interface and user guidance. Selected branches in Switzerland will begin to pilot the standardised software this summer. Beginning in 2018, the new platform, based on NCR APTRA Top Client Server, will be made available for all Swiss ATMs.
NCR is “proud” of the trust that SIX has placed in it, according to Paul Thuer, country manager for NCR Switzerland. The task is a “complex” one but will have a “lighthouse effect” on other countries.”
Banks, said Eichler, no longer see the ATM as a differentiating factor, and the future of the branch is one based around conversations with representatives, not deposits and withdrawals.
A white-label solution may even be on the cards in the future, he added, one in which the ATM detects the bank the customer is a member of by scanning their card.
When asked about Europe’s leading role in the payments field, Eichler remarked that Central Europe and the Nordics are at the front of the pack. There is an inherent trust banks have from these
SIX’s ATMfutura project is due to launch next year
customers, who are warier of America-based technology giants such as Apple and Android.
“Security can only be given by a home bank,” he said. “Customers trust in banks more than they trust technology companies. You’re given a cheque book when you’re younger and have a connection to your bank from then on.”
Cultural factors play a key role in the adoption of payments systems, the SIX managing director said. Alipay has proven that a different form factor can have impressive adoption, especially among Chinese tourists. The same goes for the USA, which is often derided for its jigsaw-complex payments infrastructure. US users, says Eichler, are used to paying by cheque and receiving their wages in physical form.
Banks trusted more than tech firms by European customers
Despite the rise of contactless and real-time, seamless payments, Eichler added that it will be decades, not years, until a “cashless society” becomes reality. The need for anonymity is too high, he said, people will still want to pay with cash to tip servers and restaurants or to make payments they’d rather not see on a bank statement.
www.ibsintelligence.com | © IBS Intelligence 2017
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